Client Relations Specialist

1 week ago

المملكة العربية السعودية, Saudi Arabia Ground Handling Logistics KOSHK Full time

General Information

Job Title Client Relations Specialist

Division Business Development & Marketing Department

Reporting Relationships

Reports to
Supervises
Senior Business Development Officer No one

Job Summary and Key Responsibilities

Job Purpose
Customer relations specialists are the liaisons between companies and their customers.


They work to ensure that customers have a positive experience with the company they're doing business with, whether it's buying a product or using a service.


Customer relations specialists may be responsible for handling complaints from customers, resolving issues on behalf of the company, and ensuring that customers feel valued and appreciated by the company they do business with.


As a customer relations specialist, your job duties involve handling customer disputes, assessing consumer needs, and developing better customer support processes.

This job requires customer service work experience. Additional qualifications include strong communication skills and intimate knowledge of the company's products or services.


In this role, you will answer customer queries and resolve issues via appropriate channels, maintain knowledge of our products and services, obtain customer feedback, and provide training to new hires.


Key Responsibilities
1) Develop strong and trusted relationship with customers through timely and accurate communications.

2) Manage high volume of customer calls to ensure excellent customer service and satisfaction.

3) Attend and conduct project status and review meeting with customers.

4) Maintain and update documents related to customer accounts and business reports.

5) Develop new business opportunities in every customer communication.

6) Coordinate calls, meetings and communications between management and customers.

7) Validate and qualify new customers before referring to the appropriate manager.

8) Assist in developing sales and marketing initiatives.

9) Develop and maintain sales incentive programs.

10) Assist technical and marketing teams in developing marketing materials and proposals.

11) Contacts potential customers via telemarketing efforts, written correspondence and/or customer site visits

12) Communicates with customers regarding order status and delivery date information

13) Responsible for handling customer problems and complaints efficiently and professionally.

14) Demonstrate clear written and oral communication.

15) Demonstrate an appropriate sense of urgency when resolving customer issues.

16) Effectively use available tools to provide an accurate response and an exceptional customer experience.

17) Proactively communicate issues and customer feedback trends to management

18) Evaluates, investigate, and resolve complaints as required.

19) Provide documentation of complaints, inquiries, and compliments

20) Following up with customers to ensure that they are satisfied with their purchase or experience with the company

21) Identifying potential risks and addressing problems before they escalate into larger issues

22) Providing information about products, services, procedures, policies, or other topics through written materials such as brochures, pamphlets, or manuals

23) Monitoring customer satisfaction levels to ensure that customers are happy with their interactions with the company

24) Conducting research to determine customer needs or preferences—for example, by interviewing potential customers to identify their priorities or interests

25) Establishing and maintaining relationships with customers to build repeat business through customer satisfaction

27) Liaising with colleagues or managers to find the best solutions to customers' issues.

28) Providing training to new customer service agents.

29) Respecting client confidentiality at all times.

30) Ensure that CRM systems are maintained and updated

Work Interactions

Internal Relationships
External Relationships

  • Operations & Finance departments
    Customers

Qualifications, Experience and Skills

Education and Certifications
Bachelor's and Associate Degree in Business Administration, Marketing, Management,

Communications.

Experience

  • Minimum 2 years working in a customer support environment to include identifying and assessing customer needs, general business skills in organization, multitasking, process development, and implementation of IT/system solutions
  • Practical experience with help desk software, such as Zendesk, and CRM software, such as salesforce sales cloud, preferred.

Competencies

  • Effectively address service issues in a professional manner
  • Superb negotiation, collaboration, and communication abilities.
  • Exceptional organizational and time management skills.
  • Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint,
Outlook, and Excel)

  • Excellent verbal and written communication skills in Arabic and English
  • Flexibility to work i

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